DoubleTree by Hilton Rochester

We have stayed here multiple times in the past. This hotel is conveniently located just off 390, close to several restaurants, stores, and the colleges. It’s affordable, comfortable and large so it usually has plenty of availability. We’ve never had a bad stay. This stay, unfortunately, we experienced some issues. The rooms itself was nice. Recently remodeled. The carpet in the hallway is obviously new also. The bathroom was renovated and nice, but the sink was clogged upon arrival and there was no answer at the front desk when I called for assistance. The room was also freezing when we arrived. The air conditioner works, and that’s a plus, but the temp was on 60. The elevators are always broken and again, just one was working. The hotel was full of high school teams trying to squish into one small elevator. Those same students were also running down the halls yelling and screaming until at least midnight. And most importantly, housekeeping was pounding on the door at 10am, even though check out is stated to be 11am. This is a huge pet peeve of mine. Why say check out is 11am if you’re trying to push people out at 10am?

To begin with I primarily stay at Hiltons. They are almost always excellent from reservation to checkout. This time however it unfortunately did not meet expectations. Upon checking in with my family I was advised they no longer had the room I had reserved, two double beds. They only had rooms with one bed and a pullout couch. I asked if I had RESERVED a specific room why was it no longer available? My son began quoting Seinfeld "You know how to take the reservation, you just don't know how to hold the reservation." A system error we were told, but to try and add a positive note this room was supposedly newly renovated. With no other option we took the room which was very nice. There was no bedding for the pullout and it took over an hour for them to bring it. The pullout was full size, not queen as we had been told, and very uncomfortable. Not up to the Hilton quality. The TV remote did not work and engineering never came to fix it as requested. The refrigerator was warm when we went to put our leftovers in. The unit only had two options, On for 2 hours or Off for 8 hours. I've never seen this before, nor can I imagine how having a refrigerator on for only 2 hours would be useful at all. It cooled very quickly, but as you can imagine it was warm by the next morning so our food was spoiled. The king bed was very comfortable and the sheets were extremely soft. The room overall was well appointed. At least two floors of this property were being renovated so I'm sure that factored into the situation. My wife was also happy to find that the famous cookies now were available in gluten-free. If you're planning to stay at this location be sure to check-in online and choose your room asap.

Are over night stay was very nice. The check in was quick but he didn’t say much, never told us where to head for the elevator and found out later he was supposed to give us a cookie at check in. He left the desk as soon as we started to leave. We felt like we were interrupting him. We ask and found the elevators. We had dinner there and breakfast both nice. Overall we were happy with everything. Plus parking was great.

This hotel was under renovations, only one functional elevator which was slow and ended up taking stairs regularly which was not good since I have a bad knee. We were there with several family for a wedding in Rochester. We had elderly family who were unable to take the stairs. The hotel AC was not working in lobby area and on the day of the wedding the water was turned off in the hotel for 30 minutes without notice. Miserable stay!!

the staff was very helpful

They are doing construction so alit if stuff is visually unappealing. There was plates with food and furniture in the hallway. Only two towels in room. My hotel room door was already open upon arrival. Pool door was locked and staff was confused on why. Ice vending machine/ microwave area smelt horrible due to a halt eating plate being stored under microwave station. Other then this room nice cookies delicious